Refund & Cancellation Policy

1. Cancellation Policy for Individual Appointments

1.1 Advance Cancellation (24 Hours or More)

If you need to cancel your appointment, we require at least 24 hours advance notice:

• Full Refund: Cancellations made 24 hours or more before the scheduled appointment time will receive a full refund of any advance payment or deposit
• No Penalty: No cancellation fees will be charged
• Confirmation: You will receive a cancellation confirmation via email or SMS
• Refund Processing: Refunds will be processed within 5-7 business days

1.2 Late Cancellation (Less Than 24 Hours)

Cancellations made less than 24 hours before your appointment:

• Cancellation Fee: 50% of the service price will be charged as a cancellation fee
• Partial Refund: The remaining 50% will be refunded to your original payment method
• Credit Option: Alternatively, you may choose to receive the full amount as spa credit valid for 6 months

1.3 No-Show Policy

If you fail to arrive for your scheduled appointment without prior notice:

• Full Charge: The complete service price will be charged to your payment method
• No Refund: No refunds will be issued for no-shows
• Future Bookings: Repeat no-shows may require advance payment for future appointments

2. Rescheduling Policy

2.1 Advance Rescheduling (24 Hours or More)

• Free Rescheduling: Appointments can be rescheduled without any charges if notified 24 hours or more in advance
• Subject to Availability: New appointment time is subject to therapist and facility availability
• Confirmation: New appointment details will be sent via email or SMS

2.2 Late Rescheduling (Less Than 24 Hours)

• Rescheduling Fee: A fee of 25% of the service price will be charged
• One-Time Courtesy: First-time late rescheduling may be waived at management's discretion
• Limited Availability: Same-day rescheduling is subject to very limited availability

2.3 Rescheduling Limits

• Individual appointments may be rescheduled up to 2 times without additional fees (with 24+ hours notice)
• After 2 reschedulings, the appointment must be honored or will be considered cancelled

3. Spa Packages and Memberships

3.1 Package Cancellation Before First Use

• Within 7 Days: Full refund if cancelled within 7 days of purchase and no services have been used
• After 7 Days: 80% refund; 20% administrative fee applies
• Processing Time: Refunds processed within 10-14 business days

3.2 Package Cancellation After Partial Use

• Prorated Refund: Refund calculated based on unused services minus 15% processing fee
• Regular Pricing Applied: Used services will be charged at regular individual rates, not package rates
• Minimum Value: Refund available only if unused portion exceeds ₹2,000

3.3 Membership Cancellation

• Monthly Memberships: 30 days written notice required; membership remains active until end of notice period
• Annual Memberships: No refunds after the first 30 days of membership
• Unused Credits: Any unused membership credits expire upon cancellation
• Special Promotions: Memberships purchased at promotional rates may have different cancellation terms as specified at purchase

4. Group Bookings and Events

4.1 Group Booking Definition

Group bookings include parties of 4 or more people or corporate wellness events.

4.2 Cancellation Timeline

• 7+ Days Notice: Full refund of deposit; 90% refund of total amount paid
• 3-7 Days Notice: 50% refund of total amount paid
• Less Than 3 Days: No refund; full payment required

4.3 Participant Reduction

• If participant numbers decrease by 25% or less with 48 hours notice, no penalty applies
• Reductions exceeding 25% or with less than 48 hours notice will be charged at 50% of the reduced services

5. Gift Certificates and Vouchers

5.1 Cancellation of Gift Certificate Purchase

• Before Delivery: Full refund available if cancelled before gift certificate is delivered or emailed
• After Delivery: Gift certificates are non-refundable once delivered
• Unused Value: Gift certificates retain their full value and can be used within the validity period

5.2 Appointment Cancellation with Gift Certificate

• Standard cancellation policies apply to appointments booked with gift certificates
• Cancelled appointments do not reduce gift certificate value if proper notice is given
• No-shows will deduct the full service value from the gift certificate

6. Refund Processing

6.1 Refund Methods

Refunds will be issued to the original payment method used for the transaction:

• Credit/Debit Cards: 5-10 business days for funds to appear in your account
• Digital Wallets: 3-5 business days
• Net Banking/UPI: 3-7 business days
• Cash Payments: Immediate refund or bank transfer within 2 business days

6.2 Spa Credit Alternative

Instead of a refund, you may choose to receive spa credit with the following benefits:

• 110% of refund amount as spa credit
• Valid for 12 months from issue date
• Can be used for any services or products
• Transferable to friends or family with written authorization

6.3 Refund Notification

You will receive email confirmation when your refund has been processed, including the expected timeframe for funds to reach your account.

7. Special Circumstances

7.1 Medical Emergencies

In case of genuine medical emergencies requiring cancellation:

• Full refund or free rescheduling available regardless of notice period
• Medical documentation may be required for verification
• Contact us as soon as possible to make arrangements

7.2 Facility Closure

If Sukhayaa needs to cancel your appointment due to:

• Unexpected facility closure
• Staff unavailability
• Force majeure events (natural disasters, emergencies)

You will receive full refund or priority rescheduling at your convenience, plus a 20% discount on your next service as an apology for the inconvenience.

7.3 Service Quality Issues

If you are dissatisfied with your service:

• Inform our staff immediately during your visit
• We will make every effort to remedy the situation on the spot
• If the issue cannot be resolved, we may offer a partial or full refund at management's discretion
• Refund requests based on service quality must be made within 24 hours of the appointment

8. How to Cancel or Request a Refund

8.1 Cancellation Methods

You can cancel your appointment through the following channels:

• Phone: 9096093889 (available during business hours)
• Email: sukhayaa.wellness@gmail.com
• In Person: Visit our reception desk

8.2 Required Information

When cancelling, please provide:

• Your full name
• Appointment date and time
• Booking confirmation number (if available)
• Contact phone number or email
• Reason for cancellation (optional but helpful)

8.3 Cancellation Confirmation

You will receive a cancellation confirmation via email or SMS within 1 hour of your cancellation request. If you do not receive confirmation, please contact us to verify that your cancellation was processed.

9. Late Arrivals

We understand that delays happen, but to respect the schedules of other clients and our staff:

• Up to 15 Minutes Late: We will accommodate you but your session may be shortened to end at the originally scheduled time
• More Than 15 Minutes Late: Appointment may need to be rescheduled based on availability
• Full Charge Applies: Late arrivals will be charged the full service price regardless of shortened session
• Please Notify Us: If you know you'll be late, call ahead so we can adjust the schedule if possible

10. Client-Initiated Service Changes

10.1 Upgrading Services

• Service upgrades are welcome and subject to availability
• Additional charges will apply for upgraded services
• Payment for upgrades can be made before or after the service

10.2 Downgrading Services

• Requests to downgrade must be made at least 24 hours before appointment
• Price difference will be refunded to original payment method
• Same-day downgrades are not eligible for refunds

11. Promotional and Discounted Services

Services booked during promotional periods or with discount codes may have modified cancellation terms:

• Specific cancellation policies will be clearly stated at the time of booking
• Some promotional services may be non-refundable
• Cancellation fees may be calculated based on the original price, not the discounted rate
• These terms will be provided in your booking confirmation

12. Dispute Resolution

If you have concerns about a cancellation or refund:

• Contact our customer service team at sukhayaa.wellness@gmail.com or 9096093889
• We will review your case within 2-3 business days
• Our management team will work with you to find a fair resolution
• If needed, disputes will be escalated to senior management

13. Policy Updates

We reserve the right to update this Refund and Cancellation Policy at any time. Changes will be effective immediately upon posting on our website. However, any changes will not affect bookings made before the policy update unless legally required.

We encourage you to review this policy periodically, especially before making new bookings.

14. Contact Information

For questions about this Refund and Cancellation Policy or to process a cancellation or refund request, please contact us: